Service Head

7 days ago

Indore, Madhya Pradesh, India Shakti Pumps Full time
Job Description

Role Summary:

The Service Team Lead is responsible for overseeing post-sales service and support activities for customers. This role includes managing service teams to ensure timely resolution of customer issues, tracking service performance metrics, and driving customer satisfaction. Additionally, the Service Team Lead will develop service strategies that focus on profit-making and cross-selling opportunities, ensuring that service activities contribute to the overall growth of the company.

Key Responsibilities:

- Post-Sales Service Management:
- Oversee the end-to-end service process for products post-sales, ensuring timely and effective resolution of customer issues.
- Manage the service team to provide consistent, high-quality support and ensure customer satisfaction.
- Team Management and Leadership:
- Lead and motivate the service team to achieve high performance and maintain a positive, customer-centric attitude.
- Foster an environment of teamwork and collaboration to ensure service delivery meets organizational standards.
- Service Performance Metrics:
- Track and analyze service performance metrics, including response times, resolution rates, and customer feedback.
- Use data to identify trends, improve service processes, and ensure that service targets are met.
- Customer Satisfaction and Relationship Management:
- Ensure high levels of customer satisfaction through prompt, effective, and professional service.
- Address escalated customer concerns or complaints and take appropriate actions to resolve issues.
- Conduct regular follow-ups with customers to ensure post-service satisfaction and identify areas for improvement.
- Service Strategy Development:
- Develop and implement service strategies that focus on driving profitability and exploring cross-selling opportunities for related products or services.
- Work with sales and marketing teams to align service offerings with overall business objectives and customer needs.
- Service Process Improvement:
- Identify opportunities to streamline and improve service processes, reduce costs, and enhance service quality.
- Implement best practices in service management to improve operational efficiency and reduce service downtime.
- Performance Monitoring:
- Monitor service team performance through key metrics such as response time, customer satisfaction, and resolution time.
- Ensure continuous improvement in service quality by tracking KPIs and initiating corrective actions as needed.
-

- Qualifications:
- Education:
- Bachelor's degree in Engineering (Electrical or Electronic) and MBA/PGDM in Sales & Marketing required.
- Experience:
- 20+ years of experience in Rooftop After-Sales & Service/Solar Inverter Service.
- Proven experience in managing dealers/channel partners.

Role:

- Industry Type: Industrial Equipment / Machinery
- Department: Other
- Employment Type: Full Time, Permanent
- Role Category: Other

Education:

- UG: B.Tech/B.E. in Electronics/Telecommunication, Electrical

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